Domino's New Augmented Reality Visual Support Application Seeks to Cut Customer Downtime

  • By Domino North America
  • March 25, 2021
  • General
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Domino North America recently announced the launch of a brand new augmented reality (AR) remote service diagnostics tool – SafeGuard AR – to provide real-time, remote visual support for our industrial printing customers the world over.

This new cutting edge diagnostics application promises to strengthen Domino North America’s service capabilities, with customers looking to benefit from quick and efficient production line fixes, reducing the need for onsite visits, and ultimately, lowering the amount of downtime for Domino printers and customer production lines.

“Uptime and overall equipment efficiency are of the utmost importance to our customers – when unplanned downtime is due to coding and marking equipment, it can be both costly and frustrating for them,” Eddie Storan Head of Global Service at Domino said. “As [product] coding typically sits towards the end of the production line, a faulty system can have a huge impact through wasted stock and rework, with the added commercial and brand risk of product recalls and punitive fines.”

SafeGuard AR Augmented Reality App showing on three screens on phone

This new type of diagnostic technology launches Domino into a new realm - giving our Coding and Marking and Digital Printing customers a whole new level of product support. Our technicians can effectively act as the eyes and ears of their in-house support staff, vastly speeding up diagnosis and repair for minor support issues. 

“We realized the value of AR in enabling our customers to manage both simple and complex cases, reducing the need for in-house skills and competencies,” says Saverio Barbero Lodigiani, Group Service Project Manager at Domino.

With SafeGuard AR, our experts can work with our customers, OEM partners or even Domino service engineers to manage complex installations, check line performance, and – crucially – identify and fix problems with machinery as and when they arise.”

Collaborating with customers in this way boosts service engineers' ability to understand a technical support problem than traditional phone support.

When possible, a customer can be guided to safely implement a fix themselves, or, in cases where an onsite visit is absolutely necessary, a Domino engineer can be dispatched with a more thorough understanding of the issue at-hand before they set foot on the premises and will have all necessary parts and tools in-hand.

In this way, SafeGuard AR helps to increase first-time fix rate, and dramatically decrease case resolution time to get customer production lines up and running as quickly as possible.

SafeGuard AR Augmented Reality App in Use.

“At Domino, we are committed to continuously improving our industry-leading expertise to provide fast and efficient support to our customers,” continues Storan. “This is dependent not just on our products and solutions, but also on the quality and technical capability of our global service organisation. With SafeGuard AR in conjunction with Domino Cloud, we are able to offer a higher level of support which in turn provides additional customer value in terms of reduced downtime and improved production efficiency.”

Though already in development at the time, the advent of the COVID-19 pandemic accelerated both the completion of the SafeGuard AR application and the full program of testing by customers. The virtual aspect of the application was particularly useful in overcoming limitations on site visits by service engineers during the global lockdown. Following its success, Domino is now able to offer the service to customers in all regions.

For more information on SafeGuard AR, or to arrange a demonstration, please visit https://bit.ly/317kxZu. 

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